Chapter 13 Troubleshooting 3801Hgv Gateway; Connection Issues - 2Wire HomePortal 3801HGV User Manual

CHAPTER 13
Troubleshooting 3801HGV
Gateway
This chapter provides information about troubleshooting the HomePortal 3801HVG gateway
hardware and firmware issues. It lists the issues, possible cause(s), and solution(s) in a tabular
format. The issues mentioned in this chapter are based on likely user scenarios.

Connection Issues

The following table provides information to troubleshoot connection issues:
Issue
No POWER light
POWER LED blinks just after
starting the device and then
turns solid green
POWER LED is solid red
BROADBAND LED blinking
SERVICE LED blinking
BROADBAND LED blinks
green for an extended period
of time, then turns solid red
SERVICE LED is solid red
No ETHERNET light
Possible Cause(s)
Power supply is faulty
Power on self test (POST)
System POST Failure
VDSL connection not
established
Loose Ethernet or DSL cable
Internet service is not
activated
Failed broadband link
synchronization between the
gateway and the DSLAM with
which it is directly connected
Internet service authentication
failure and/or failure to receive
address assignment
Inadequate connectivity
Ethernet interface is disabled
What to Do
• Verify that the AC power cable is securely connected to
the gateway
• Ensure that the AC power cable is not plugged in to a
switched outlet that is powered off
• Power up the gateway with a known good power outlet
• Replace the location of the gateway if it does not power
up with a known good power outlet
• If the issue persists, the AC power cable needs
replacement
Normal behavior.
• Press the Reset button on the gateway for 10 seconds
• Replace the gateway if it does not power up into a
normal state
Verify if VDSL service is activated on the phone cable
connected to the gateway. To do so, contact the ISP.
Check the Ethernet cable connection on the gateway
and the phone jack, and make sure that it is securely
seated in both ports.
Contact your ISP to activate Internet service.
• Check the Ethernet cable connection on the computer
and gateway, and make sure that it is securely seated in
both ports
• Verify if VDSL service is activated on the phone cable
connected to the gateway. To do so, contact the ISP
• Contact your ISP to check if the Internet connection is
activated
• Check if the PPPoE or DHCP server is assigning an IP
address to your gateway
Check the Ethernet cable connection on the computer
and gateway, and make sure that it is securely seated in
both the ports.
Select the Ethernet Networking check box from
Settings > LAN > Wired Interfaces.
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